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Client Relations Specialist NZ

2 months ago

Santa Ana, California, United States Convera Corporation Full time
Client Support Specialist


The Client Support Specialist plays a crucial role in ensuring a seamless experience for clients by efficiently managing inquiries related to transactions, both before and after they occur, thereby enhancing client satisfaction and loyalty.


This position involves addressing queries received through various channels, including online platforms, emails, and phone calls, with a strong emphasis on maintaining high-quality interactions and timely responses.

Key Responsibilities

Inquiry Management - Handling pre- and post-transaction inquiries


Address multi-channel client transaction inquiries, providing immediate solutions when feasible and escalating to the Sales teams as necessary to guarantee prompt service delivery.

Leverage product and business knowledge to identify opportunities for referral to Sales teams, aiming to fulfill additional client requirements and boost revenue.

Ensure adherence to established SLAs and KPIs
Deliver consistent, high-quality interactions.
Engage with clients in a professional manner.

Assist in gathering necessary documentation from clients by proactively reaching out, following up as needed, and addressing any process-related questions.

Administrative Duties and Reporting

Maintain precise records in the SFDC system.
Ensure timely and accurate handling of client requests.
Contribute to team initiatives as required.
Identify areas for improvement and communicate them to the team.

Required Skills

Proficient in navigating computerized data entry systems.
Familiarity with productivity software such as MS Office, Outlook, Excel, and Salesforce.
Professional telephone etiquette with the ability to build rapport with clients.
Capability to manage objections and resolve complaints.
High level of accuracy and attention to detail.
Strong self-motivation and initiative.
Excellent written and verbal communication skills, with the ability to ask insightful questions to understand client needs.
Ability to perform under pressure and meet deadlines with a sense of urgency.
Strong team collaboration skills.

About Convera Corporation

Convera Corporation stands as the largest non-bank B2B cross-border payments entity globally.

Previously known as Western Union Business Solutions, we utilize extensive industry expertise and technology-driven payment solutions to facilitate smarter financial transactions for our clients, enabling them to maximize value with each transaction.

We cater to over 30,000 clients, ranging from small business owners to large enterprises, educational institutions, financial organizations, law firms, and NGOs.


Our teams are dedicated to delivering exceptional value to our clients, making Convera a fulfilling workplace.

This is a pivotal moment for our organization as we expand our team with growth-oriented, results-driven individuals eager to thrive in an innovative setting.


As a truly global organization with a presence in over 20 countries, we are committed to diversity and celebrate individuals from various backgrounds, lifestyles, and perspectives.

We strive to collaborate with top talent and cultivate a culture of inclusion and belonging.

We offer a range of competitive benefits, including:

- Competitive monthly salary.
- Potential for an annual bonus based on role level.
- Opportunities for career advancement within a global organization.
- Comprehensive insurance coverage (health, disability, life).
- Paid time off and leave policies for significant life events.
- Paid volunteer opportunities (5 days annually).
- Hybrid work model, with in-office days required.
- Flexible shift options available.


Convera provides numerous opportunities for talented, innovative problem solvers who strive for excellence and seek to transform B2B payments.